Refund policy
Returns
You may return an item for any reason within 14 days of delivery.
- Return shipping is paid by the customer
- Items must be unused, in resalable condition and returned with any accessories
- Please contact us through the enquiry form before sending anything back
Items that cannot be returned
- Tatami insoles (hygiene item)
- Tatami Green Tea (food)
- Sale items
Refunds
Once we have received the returned item, we refund you within one week to your original payment method. With credit cards, the credit may take a further few days to appear depending on your card issuer's billing cycle.
The original shipping cost is not refunded.
Size exchanges
If the size doesn't fit, we accept one exchange. Shipping is paid by the customer. If the size you want is out of stock, we will refund you instead.
Faulty or incorrect items
If an item is faulty, or you receive something other than what you ordered, we will exchange or refund it and cover the shipping. Please contact us within 7 days of delivery with a photo of the problem.
Natural materials
Igusa and leather are natural materials, so colour, texture and pattern vary from piece to piece. This is inherent to the material and is not treated as a fault. Igusa also changes colour with light and sun exposure.
Contact
Liberato LLC – info@liberato.jp – weekdays 10:00–17:00 (JST)